Lead Specialist, Customer Care Technology Engineer (Genesys)

Our story

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.

With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.

It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.

To learn more about us, visit stradaglobal.com

As a Lead Specialist, Customer Care Technology Engineer, you are part of the Products & Technology Organization responsible for the set-up, maintenance and user provisioning of Strada’s omni channel contact center technology platform and/or case management solution. The candidate will play a proactive role in improving the customers journeys and agent experience enabling the delivery of customer care services. The candidate is required to have a strong track record in implementation and support of a cross geography contact center/s

The key responsibilities include, but are not limited to

• Lead the set-up, maintenance and/or user provisioning of the overall Genesys Cloud platform. Responsible for configuring all modules within the Genesys Cloud org e.g. Architect, Integrations, Telephony, Routing, etc
• Respond to incidents (including during non-business hours) as a member of a rotating support team. Troubleshoot and resolve technical issues related to the Genesys Cloud solution.
• Monitor and maintain the performance of the Genesys Cloud environment, ensuring it is running efficiently and effectively.
• Continuously update knowledge of Genesys Cloud features, functionality, and best practices
• Provides guidance and training to business colleagues on best practice using and managing their Genesys Cloud solutions
• Work with product leads and delivery to refine requirements within an Agile delivery framework
• Support the configuration setup, maintenance, incident management and application monitoring support of Strada’s NA case management solutions

Required Skills for this position

• Proven contact center design, implementation, and support experience for at least 3 years
• Experience with contact platforms and technologies: The Engineer will have experience with Genesys Cloud deployments, working with products within the Genesys suite, including Genesys Cloud, Pure Engage, and Pure Connect.
• Strong problem-solving skills: The Engineer should be able to troubleshoot and resolve technical issues related to Genesys solutions
• Strong communication skills: The Engineer should be able to effectively communicate with colleagues and other team members to understand their needs and provide appropriate solutions. Collaboration with IT and business Stakeholders (such as Platform Engineering, Security, Change Management, and Architecture)
• Bachelor's degree in Computer Science, Computer Engineering, or a related field is preferred.
• Experience with Google Dialogflow as used within Genesys Cloud (or equivalent) .
• Strong understanding of contact center operations, customer service and business process management is an advantage.
• Knowledge of Genesys Cloud bot flows is an added advantage.

It would be desirable if you also have

• Prior experience on set up and maintenance of case management solutions

Location

• USA

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. 

By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.   In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

72,200 USD

Maximum :

114,500 USD

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/Alight_Benefits

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer. Apply